Finding the best Bahasa contact center to handle your customer service is a multifaceted and complex process. You have to consider several factors, such as the cost, the company’s location, as well as their resources and capabilities. By examining these aspects closely, you’ll be able to come up with a short list of qualified outsourcing companies.
From there, however, the selection process becomes even more complicated.
The bilingual call center you’ll be working with must be an organization that can grow alongside yours. This means that you must find an outsourcing partner that truly wants to help you expand in the most sustainable way.
Visiting your prospective provider’s customer support operations site is thus a great idea. By doing so, you’ll be able to see for yourself how the organization works, letting you evaluate them accurately. This is something you can’t do if you’re merely communicating with them over the phone or the web.
Here are four more reasons to physically tour around your contact center facility.
1. Observe their company culture.
One’s organizational culture can directly influence employees’ productivity. For call centers, wherein agents are usually asked to handle repetitive tasks or attend to irate callers, promoting a fun and relaxed environment is important. Otherwise, they may experience chronic fatigue, which may lead to low morale and poor performance. Worse, it could also increase absenteeism and turnover rates.
If you want your Bahasa customer support provider to perform well consistently, choose a company that works hard to keep employees happy. Agents who love their jobs tend to perform better than those who aren’t satisfied with their career.
2. Take a look at their tech and IT infrastructure.
Every brand manager knows that nowadays, technology is shaping the entire customer care industry in plenty of ways. To capture new consumer sectors, therefore, you need to make sure that your outsourcing company utilizes the latest tech tools. But beyond this, they must also able to execute tech-driven tactics to meet people’s expectations. Outdated processes have no place in a competitive business landscape, and you have to keep this mind in order to win the race.
As you visit your provider’s operations site, you may ask them for a tour around their IT headquarters or server room. Also, ask them about the applications they use, who uses them, and how they maximize the benefits of the data they gather from customers.
3. Assess their workflows and protocols.
This part may require you to personally walk around the contact center production floor for a couple of hours or more. Doing so would let you examine how agents do their tasks and how employees communicate with one another. This way, you can spot both the strengths and weaknesses of their customer support workflows and protocols.
Knowing all these will help you devise a unique strategy for your outsourced program that minimizes inefficiencies and optimizes productivity.
4. Get to know their management style.
Management and leadership are strongly tied to a company’s culture, and they’re a critical ingredient for success. Most organizations are now trying to adopt a more open, collaborative approach when it comes to managing teams. An organizational culture like this encourages every single employee to voice out their concerns and opinions, letting the organization re-shape itself to reflect the preferences of the people within it.